Digital MSR - Contact Center

At Suffolk Credit Union, we empower our members and strengthen our community by promoting financial wellness, transparency, and respect. Join us to enjoy comprehensive benefits, including health plans, lifestyle spending accounts, 401(k) matching, and support for work-life balance, along with employee engagement activities and opportunities for community involvement.

Role Overview: The Digital Member Services Representative is responsible for providing exceptional service to bank members through digital channels, including live chat, secure messaging, and online banking support. This role involves assisting with account management, resolving inquiries, processing transactions, and advising members on products and services such as loans, deposit accounts, and digital tools. The representative ensures accurate and timely handling of tasks, promotes cross-selling opportunities, manages loan applications, and contributes to team success by supporting colleagues and meeting compliance standards. By delivering professional, courteous, and personalized service, the representative fosters strong member relationships and enhances the overall digital banking experience.

Key Responsibilities:

• Manage and respond to member inquiries via chat, phone, and secure messaging.
• Process general account updates, maintenance, and direct member requests through online banking.
• Address saved tasks, such as updating CD terms or resolving issues flagged in the system.
• Assist members with account issues, providing solutions and addressing questions or complaints.
• Open new accounts for existing and potential members.
• Handle wire transfers, loan applications, and other transactional tasks as required.
• Manage assigned loans, ensuring proper documentation and adherence to the loan pipeline process.
• Conduct outbound calls for sales and follow-up on unresolved issues.
• Provide assistance with telephone service, live chat, online banking, debit/credit card issues, and secured messaging.
• Assist the inbound MSR team with calls at high-volume call times.
• Prepare monthly reports summarizing call and member interaction totals.
• Achieve satisfactory ratings on audits and ensure consistent quality service for all member interactions.
• Promote Credit Union products and services, back up departmental staff, and fulfill additional duties as assigned to support organizational goals.

Essential Qualifications:

Qualified candidates will have a high school diploma or equivalency certification. One (1) to two (2) years of financial institution experience preferred. NMLS-ID (Mortgage Loan Originator) required and will be provided at time of hire if not already acquired. Bilingual preferred.

• Clear and articulate communication, both orally and in writing.
• Proficient in customer service and handling confidential information with discretion.
• Ability to work effectively with direct supervision and support branch goals.
• Intermediate mathematical skills with knowledge of loan processing procedures.
• Familiarity with credit union products, services, policies, and regulations.
• Understanding of relevant laws and regulations, including Truth in Lending, HMDA, ECOA, and others.

Working Conditions:

Contact Center Representatives must be available to work flexible schedules that include Saturdays. Schedules will vary within the normal business hours of 8:00am to 7:00pm, Monday - Friday, and 8:00am - 2:30pm on Saturdays. Candidates must indicate their hours of availability on the application.

Apply today and embark on a rewarding career and start empowering your possible!

Suffolk Credit Union provides equal employment opportunities to all applicants and prohibits discrimination of any type on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information or any other characteristic protected by applicable federal, state or local laws.

Compensation for employees is generally offered within the range of the minimum to midpoint of the posted salary scale, based on qualifications, internal pay equity, and the budget for the position. This compensation range adheres to state-specific regulations. The determination of your actual pay rate may take into consideration factors such as your skills, years of experience, and other pertinent qualifications.